Head - Contact Center Operations - (Candidates from International Banks only)  Reporting Relationships : GM India operations  Cross Functional Relationships : IT, Product Management, Marketing, Analytics and Operations  Key Criteria : Candidates working in Foreign Banks with contact center operations need apply only.  Position Summary :  - This position involves leading and managing our outsourced contact center operations and delivering a best-in-class customer management strategy. This role requires addressing all the aspects of our customer service operation including workforce optimization, process management and people leadership.   - Responsible for Handling complex transactions and more on the customer interaction role.  - This position is also responsible for defining and executing the longer-term strategic vision of our customer service processes.   - As an operations leader, this role is also required to actively monitor and contribute to decision-making in our broader day to day lending operations. Finally, this individual must have a product-driven mindset and work closely with our product teams in order to deliver superior end-to-end customer experiences.   Critical Business Activities :  - Maintain and improve our outsourced Contact Center operations by monitoring performance, identifying and resolving issues, completing system audits / analyses, managing systems &process improvement and quality assurance programs, and interfacing with contact center vendor senior management team  - Develop, implement and improve effective internal and external Quality Assurance (QA) programs to ensure our operations consistently meet and exceed their Service Level Agreement (SLA) targets  - Provide special attention, guidance and leadership to our Complaints Operations to ensure all customer complaints are resolved effectively keeping the customers best interests in mind  - Work closely and collaboratively with cross functional teams to ensure the call center is meeting customer needs  - Track broader day to day lending operation metrics and provide effective leadership in resolving any operational / technical issues that arise  - Study call center and lending operations data / trends, provide insights and collaborate with Risk, Marketing, Engineering and Product organizations to improve the overall product experience  - Proactively anticipate and prevent problems that could result in customer dissatisfaction or a failure to deliver the right level of customer support services  - Establish and meet Contact Center's financial objectives by estimating requirements, preparing annual budget, scheduling expenditures, analyzing variances and initiating corrective actions accordingly  - Lead and inspire the team in developing and documenting best practices across all duties and responsibilities  - Provide strong and dynamic leadership that mentors, develops, and guides team members to grow into strong detail-oriented, customer focused, engaging leaders  Competencies And experience Required :  Skills and Experience :  - Post graduate degree with 15+ years related experience with 10+ years of Management or supervisory experience  - Experience managing to operational metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Center  - Ideally should have worked in a product-based business, although candidates from a services-oriented industry can be considered  - Excellent organizational, leadership and team working skills with excellent problem-solving ability  - Experience creating contact center strategies including development and implementation of various operating models to deliver significant business benefits  - Analyzing complex issues and defining executable business cases by efficiently planning as well as integrating the best practices  - Experience leveraging technology to drive operational efficiency and improved contact center performance  - Strong mentoring, relationship building and vendor management skills with ability to effectively manage group and interpersonal conflict situations  Competencies :  Driving Success : Ability to identify critical paths and drive the plans to support one or more complex products and deliverable s with a commitment to quality and time. Focusing on accomplishing the key objectives of both self and teams- goals  Creating Innovation : Ability to develop and support the contact center with the introduction of new and improved methods, procedures and technologies. Also working cooperatively with the cross-functional teams to produce innovative solutions  Providing Leadership : Ability to inspire others to work towards a common goal by engaging and empowering them. Providing clarity and direction through a compelling vision of the future. Also maintaining high morale and building trust, both internally as well as externally, within the outsourced contact center employee base  Evaluating Problems : Ability to identify barriers that prevent achieving contact center goals and standards. Approaching complex tasks or any problem by breaking it down into components, considering each part in detail and tackling the problems by using a logical, systematic and sequential approach  Communicating Information : Ability to persuade, convince and influence cross-functional teams to gain alignment and commitment from the group. Demonstrate clear, logical and concise arguments when presenting own position and get the teams to accept a point of view  Structuring Tasks : Ability to work methodically by setting priorities and at the same time maintaining productivity, should be able to multi-task  Giving Support : Ability to focus on the teams priorities, leading and supporting the team through change, soliciting the team's input in managing the priorities and projects, also providing motivational support and commitment to achieve personal, team and organizational goals   Showing Resilience : Ability to project self-confidence and maintaining calm during difficult situations. Handles contacts with internal and external stakeholders with a high degree of professionalism (e.g., maintains a calm disposition when others are upset, without conveying impatience or annoyance)

Delhi NCR

Head - Contact Center Operations - International Bank 

Head - Contact Center Operations - International Bank  ,Job Description for Head - Contact Center Operations - International Bank  in Emploi Globale Consulting Pvt. Ltd. in  Delhi NCR for (15-25) years of experience. Apply Now!

Job Description for Head - Contact Center Operations - International Bank  in Emploi Globale Consulting Pvt. Ltd. in  Delhi NCR for (15-25) years of experience. Apply Now!